Access to my paid accound AND reset my password

Question

Kimball International has a paid account thru Loom. I have been unable to access it since I got married and changed my last name as my account/login was tied to my former last name.  I had our IT team add my old email address back and STILL NO LUCK getting the password reset link.  Atlassian has a terrible business model with no customer service to speak of.  I do NOT need a free trial account.  I need access to my current and fully paid account.  We are now unable to download any videos without upgrading but since I can't access my account, I'm unable to do anything.  I do want all in this community to know how bad Atlassian is and the transition from Loom to Atlassian has been.

Jessica · Answer

Hi @Andrea O_Brien

First of all, we are really sorry for the experience you are having with the Accounts in this transition.

I can see that you have two different emails (the one used to open this thread) and the one from the screenshot (we would suggest deleting the screenshot containing it, since this is a public forum).

For the first one ending in ****er@*****.com, we can see you have an Atlassian Account that should allow you to login at id.atlassian.com allowing you to use the Atlassian products.

For the second one, *****en@****.com, it seems this is a Legacy Loom account, that can be used only in Loom.

I have sent a new email password reset for *****en@****.com for you, but in any case, we located the mentioned created ticket and redirect to the correct queue.

We will continue it from there, since there are some validations to be done and sensitive information that shouldn't be shared here, for privacy and security purposes for your account.

I'll increase the urgency of the ticket, and we will try to get back to you as soon as we can on the ticket LCS-5****2. 
You can also find the ticket at https://support.atlassian.com/requests.

Thank you for your understanding and patience! Feel free to add any comments at the ticket in case you have any additional questions there.

Regards,
Jessica

Amanda Barber · Answer

I'll also flag this post for support on my end, @Andrea O_Brien - someone will be in touch!

Andrea O_Brien · Answer

Thank you.  I just submitted my request to help reset my password and access our paid account. I included the invoice receipt from Nov 2025.  I suspect I will not receive any follow up communication but appreciate your instructions and attempt to help.